Complaints

This profile includes complaints for Sunnova Energy International Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Sunnova Energy International Inc.

  20 Greenway Plz Ste 540 Houston, TX 77046-2015

• 

  Sunnova Energy Corporation

  252 Ave Ponce De Leon Fl 20 San Juan, PR 00918-2001

• 

  Sunnova Energy Corporation

  6531 Irvine Center Dr #200 Irvine, CA 92618

• 

  Sunnova

  PO Box 206315 Dallas, TX 75320-6315

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called sunnova at least 5x about an ongoing issue I'm having where my solar system is completely down. Both my gateway and microinverters are down. I did trouble shooting with enphase who then said the issue requires for my warranty holder to come service the system. I called sunnova about this, each time they have said someone will call me back. Then they direct you to use their chat service - which can't say when or how long it will be till someone actually returns my call. This has been ongoing for weeks now. During all the calls, it seems no one ever even opened a "case" and then the chat service opened it. Again, can't give me any clue of when they'll contact me and say "Due to a high volume of requests, our response times are currently longer than usual." This is downright unacceptable!!!

  Business Response

  Date: 07/24/2025

  Sunnova is pleased to respond to your complaint and would like to assure you that we are actively working toward a resolution.

  We sincerely apologize for the prolonged delays and the frustration this situation has caused. Your experience is important to us, and we are committed to resolving this matter as quickly and fairly as possible.

  Following the recent voicemail of our Resolution Agent on 7/23/2025 the upcoming appointment FSL-WO-********** is scheduled for 7/24/2025, 8:00 AM - 11:30 AM. We are committed to doing everything we can to move this forward and will provide you with a next course of action as soon as possible.

  Thank you again for your patience and for giving us the opportunity to make this right.

  Customer Answer

  Date: 07/24/2025

  Upon Sunova receiving my BBB claim, they then scheduled in for a tech to come out. I had been calling and messaging for weeks, only once they got the complaint did they schedule it. They did finally come out and resolve the issue. Thank you BBB. 
  
  
   
  

• Initial Complaint

  Date:07/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 5th at 11:30 our panels stopped producing. I contacted by an online chat 7/7 and a work order was created. I have spoken to Enphase/Enlighten and Sunnova both and was told someone from Sunnova would be contacting me. I received an email on 7/19 to schedule the appointment. I tried to online but there were no openings. I then called Sunnova and was told nothing was available but someone would call me back. We are now 15 days without solar and creating high electric bills with this being the hottest month of the year. There were so many promises during the sales and installation process that were never honored since our salesman left the business We were promised no payments for the first year and $500 referrals. I am fearful that this is another poor business relationship. Especially after reading numerous negative Reviews from so many other customers.

  Business Response

  Date: 07/21/2025

  Sunnova is pleased to respond to your complaint and would like to assure you that we are actively working toward a resolution.

  At present, we have not been able to schedule this service as we currently do not have a technician based in your state. However, we have escalated this matter to our Regional Manager to assess the possibility of approving travel arrangements or identifying alternative solutions to address your needs.

  We fully recognize the inconvenience this may cause and want to assure you that we are committed to resolving this matter as swiftly and efficiently as possible.

  In the interim, we have temporarily suspended your billing while we work toward a resolution for the Equipment Issue under Case #********.

  We will continue to keep you informed of any developments. Should you have any questions or require further assistance, please do not hesitate to reach out.

  Customer Answer

  Date: 07/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been a customer for 3-4 years with no issues. Suddenly Sunnova has s*** off our panels/system with no valid reasoning provided. I have called their service center for the past 3 months and all they can say is they noticed the system was 0 producing in April. They reported sent a tech out in May (with no communication) who manually shut off our system and placed tags on the manual shut off.I have called at least once a week for the past 3 months and have still yet to receive an answer as to why it was shut off and I'm still being charged. They have also not scheduled any tech to come out to the site nor sent any communication as to why there is a delay.

  Business Response

  Date: 07/16/2025

  Sunnova would like to provide an update regarding Complaint ID: ********.
  
  Our records confirm that a highly trained Sunnova technician completed a system inspection on May 13, 2025, under Work Order FSL-WO-**********. During this inspection, the system was shut down as a preventive safety measure after an arc fault was identified. An arc fault is an unintentional, high-power electrical discharge between conductors, often caused by damaged or stressed wiring. This type of issue can generate intense heat and poses a potential fire risk, making it necessary to shut down the system to ensure safety.
  
  Sunnova would also like to clarify that the customers contract includes a Production Guarantee. If, at the end of the initial 36-month period (from the date of the first monthly payment) and every 12-month period thereafter, the system's actual annual production (kWh) is less than the guaranteed amount, the customers account will be credited for the difference. If such a credit is due, it will be applied by January 30th of the following year.
  
  We sincerely apologize for the delay in scheduling the follow-up service. We are now pleased to confirm that a new appointment has been scheduled for August 5, 2025, under Work Order FSL-WO-**********. This visit is intended to troubleshoot the system, perform any necessary repairs, and ensure it is safe to power the system back on.
  
  After the service appointment is finished, the case handler will contact the customer for further assistance. 

  Customer Answer

  Date: 07/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sunnova is refusing to transfer the solar lease to the new home owner because my deceased father is still on the lease. The lease was signed by both me and my father as we were both the homeowner. When he passed away 3 years ago, I contacted them to let them know and they said they couldnt remove him. My father had no will and no estate, so my lawyer said we do not need executor documents. I am selling the home and they are now saying the only way to transfer the lease is with executor documents, but that would take about a year. We have a buyer now. I have solar panels through another company as well and they had no problem just excepting the death certificate, so I know there is no legal reason they have to have executor documents.

  Business Response

  Date: 07/22/2025

  Sunnova is addressing your complaint and wants to assure you that we are actively working towards a resolution.

  We sincerely apologize for the extended delays and the frustration this situation has caused. Your experience is important to us, and we are committed to resolving this matter as quickly and fairly as possible. Currently, we have escalated your concerns to the appropriate internal teams to expedite the home transfer process. Sunnova remains dedicated to fulfilling your request in the most efficient manner.

  We appreciate your continued patience and understanding, and we will keep you updated on the next steps as soon as possible.

  If you have any further questions or concerns in the meantime, please dont hesitate to reach out.

  Customer Answer

  Date: 07/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I been trying to reach to Sunnova my situation with solar. so, I got a text from someone name ***** we were back **** texting and suddenly stop and I have not been able to get help. so, after months I got a called from someone else to asking if I need it more panels for the reason my bills were getting high so I ask who I can contact for my situation someone call by asking if I need more solar but was not from Sunnova which I didn't understand how it runs. someone was making me to initial some documents adding more panels. so, I knowest after everything was installed it was a different company which was not Sunnova I been disappointed so bad by ripping me off. so, I kept asking that I need to change my roof to new so different solar came to take out the panels, but they won't help with getting my roof done. so, I have to paid out of my pocket with no help. I really need someone to explain my situation for more detail. please give me a call.Sincerely, *******

  Business Response

  Date: 07/11/2025

  Sunnova values your feedback and appreciates you sharing your concerns with us. At this time, no additional action is needed from us. The reinstallation process will need to be undertaken by a third-party service provider. Following the reinstallation, we will conduct an inspection. This process is designed to guarantee that the panels meet Sunnova's quality standards.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sunnova is the solar provider . Had a leak in roof area and a contractor came out said it was the brackets to the solar panels four of them on part of the house. Contacted Sonova to have someone come out in an emergency situation as water was pouring into House. Provided pictures showing the water coming in the amount of damage and continuing damage now leaking to other parts of the house. It has been 48 hours with one response. Were sorry to hear about this soaking rugs water running into the kitchen our team is working on this. Well back to you as soon as possible after numerous calls to the customer service to be told there had not been a ticket produced, but yet pictures have been supplied. I asked questions in regards to the chapter 11 bankruptcy told them we just need somebody to comeout and get these panels off again a business numerous complaints online against ****** and concerns due to the chapter 11 bankruptcy now weve had to file ********** a claim and try to get solar panels off, which could void the solar panel warranty on the house that is being sold, which is my home I live in now the water is creating mold, which is creating another problem and every time I call, I pushedoff to somebody else I have emails pictures responses and names dates and times this is a business that should not be an existence. **************** horrible. You get no answers. You get no help in emergency situations and youre stuck because your solar panels screwed to your shingles.***** ******* has my permission to contact Sunnova and discuss but nobody wants to contact at emergency .

  Business Response

  Date: 07/14/2025

  Sunnova apologizes for the delay in addressing Complaint #********. Per our records, work order FSL-WO-********** was created to assess the reported roof leak. The appointment is scheduled for 7/25/2025, with an arrival window between 11:30 AM and 3:00 PM.

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the app to make a payment on July ****** for the amount $199.99 and the system charge me $424.98 for two months that I did not authorize. I called Sunnova and they were not able to assist in canceling and had me contact my bank . She said the app does not work and I should not make payments on the app since it has a bug . I recorded the call so did Sunnova . Also at the beginning of the contact I was supposed to to get a back up battery and was never provided

  Business Response

  Date: 07/03/2025

  Sunnova has reviewed and acknowledges the customers complaint. In an effort to assist and fully investigate the matter, a Resolution Agent was assigned to the case and established communication with the customer on July 3, 2025, to gain clarity on how the overpayment occurred.
  
  While Sunnova understands that the situation was unintentional, our internal management team approved a one-time exception refund of $224.99 as a gesture of good faith and to resolve the matter without further delay.
  
  At this time, the refund has been processed and issued to the original payment method. The customer can expect to see the funds reflected within 5 to 7 business days; however, availability may vary based on the processing schedule of the customers banking institution.
  
  At this time, Sunnova considers this matter resolved, as the refund has been successfully issued and no further action is required on our part.

• Initial Complaint

  Date:07/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have gotten a solar panel system installed in my house. The system broke down and has been broken for a few months. Its a bad inverter. Trinity solar has done nothing except give me the run around putting it onto the manufacturer. I am currently paying for a system that supposed to be saving me money. I am paying so much a month for the system financing plus electric. Nobody has reached out to give me any details or anything. I need help. The system is 1 year old and its a lemon.

  Business Response

  Date: 07/03/2025

  Sunnova values your feedback and concerns. Currently, we have designated an agent to assist you further and have contacted *******. We will keep you updated as new information becomes available.

• Initial Complaint

  Date:06/30/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They refuse to follow the terms of my solar contract. Its in my husbands name, ***** ****. We had a hail storm a year ago and needed emergency roof replacement. There was zero response for removal. My contract states that I dont own the panels and that there is zero cost to me. Sunnova will not replace or install the panels or terminate my contract. They are taking advantage of our entire community and telling us we owe thousands of dollars to repair and install equipment that does not belong to us. They refuse to follow the terms of the contract, yet are holding us responsible for paying the monthly lease payments.

  Business Response

  Date: 07/03/2025

  Sunnova appreciates the opportunity to address the customers concerns. Following the hailstorm and subsequent roof replacement, the solar system was removed. Per standard procedure, the homeowner is responsible for coordinating the reinstallation of the system through the original contractor who performed the removal. Once the system is reinstalled, Sunnova will conduct a system check to ensure it is functioning properly. We remain committed to supporting the customer through this process and ensuring the system is restored to operational condition in accordance with the terms of the agreement.

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name ****** ***********. I am a *********************************************************************** paralyzed on my left side. I live alone and have no family except in ******, ******. I am a naturalized citizen and I own a small home in *****, ***** 2020 I was receiving electric service from Steam Energy. I am conservative in my use, turning off lights and unused appliances. My electric bill ranged from $75 to $90 per ******** 2020, a salesman from Sunnova came to my house and said I could save money on my electric bills by installing their Solar Panels on my roof. He advised me to switch my electric provider to *********************** because they would buy back excess electricity produced by the Solar Panels. He also stated Sunnova would remove a large tree in my back yard, which would boost electricity production. He told me in five years the panels would be paid off and that during that 5 years Green Mountain would be discounting my rate as they purchased the excess electricity. He stated the panels would be maintained and serviced by Sunnova.Since the panels were installed I have paid $174.54 per month to Sunnova and also $50 - $90 per month to **************. Never has the Solar Panels produced enough electricity to discount or lower my monthly cost. No one has ever came to service or do maintenance on the panels.I have complained numerous times to no avail. I was told I signed a contract which was binding. I told them I never received a contract and had never signed a contract. I was told I could get a copy from the internet, but I have not been able to do that. A friend interceded for me, due to my difficulty communicating, and was told I have binding contract for a 25 years lease. That I do not own and am not buying the Solar panels. If I wanted to purchase the panels I would have to pay $20,000.I feel I have clearly been misled by the salesman and this company, and it has been very costly for me as an elderly person on a fixed income!

  Business Response

  Date: 06/30/2025

  Sunnova acknowledges the customers concerns, and as a result, a case was promptly created and assigned to a Resolutions Agent with the intent of offering assistance and discussing the matter in greater detail.
  
  Upon establishing contact with the customer, Quincy *********** he clearly expressed that he did not wish to speak with anyone from Sunnova and requested no further communication.
  
  While we would have welcomed the opportunity to provide support and address his concerns directly, we respect his decision and will honor his request by ceasing all further communication attempts related to this complaint.
  
  At this time, no additional action is required from our end, and we consider this matter closed. It is important to note that any verbal representations or promises made by a salesperson are not enforceable or upheld by Sunnova. Our responsibility is to adhere strictly to the terms of the executed solar agreementwhich we have done.
  
  The customer completed the mandatory validation call on April 27, 2020, during which the terms of the agreement were reviewed, and a copy of the executed contract was subsequently provided to him.
  
  While we understand the customer may feel misled due to unsupported promises made prior to contract execution, it is important to reiterate that the agreement was thoroughly reviewed and validated. Sunnova does not guarantee cost savings as a result of going solar, and all obligations on our part have been fulfilled in accordance with the signed agreement.
  
  We appreciate the opportunity to respond and remain committed to fairness, transparency, and compliance in every customer interaction.